STANDARD OPERATING PROCEDURE AIRPORT REPRESENTATIVE PROMOTION TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: CON-0021 Concierge January 2005 I want to be greeted at the airport even if I did not reserve a hotel limousine In cases where the hotel has just recently opened, I need to be informed of its location and assisted with giving the taxi driver directions and being advised of the taxi fair 45 minutes Why is this task important for you and our guests? Answers: 1.Even if the guest does not have a reservation at my hotel, he needs to be aware that our hotel exists and we are open for business 2.I can offer a free of charge promotion for our new hotel 3.Guest’s who have reservations receive personal service 4.This is a good opportunity for me to promote the hotel 5.I can show my professionalism Task – Airport Representative Promotion Page of WHAT/ STEPS 1) If there is no pick up expected HOW/ STANDARDS TRAINING QUESTIONS If the Airport Representative is not What should the Airport expecting a specific guest for a Representative when there is no period of time, he must change his guest pick-up? sign to a general hotel branded sign The Airport Representative will walk around the arrival area of the airport with the sign clearly visible 2) A guest with a reservation approaches the Airport Representative The Airport Representative will greet the guest in a polite manner and offer assistance with luggage He will ask the guest if he needs help with transportation If a hotel limousine is available and it does not interfere with other guest’s hotel pick-up, the Airport Representative will offer a hotel limousine What should the Airport Representative if a hotel If no hotel limousine is available, the limousine is unavailable? Airport Representative must help the guest to find a taxi and explain to the taxi driver the hotel’s destination A taxi card with the Task – Airport Representative Promotion Page of hotel address will be handed to the guest WHAT/ STEPS 3) A guest without a reservation approaches the Airport Representative HOW/ STANDARDS Introduce your hotel to the guest TRAINING QUESTIONS What should be done if the guest does not have a reservation? In situations where the guest wants to stay at your hotel, the above procedure applies What if the guest wants to make a If the guest wants to consider a reservation for his next stay? reservation for his next visit to your city, a hotel card is handed to him Bid farewell to the guest and wish him a pleasant stay in your city 4) Area of work The area of work at the Airport is the Why can I not move to another arrival zone place of my convenience? Lunch can be taken in……………… Summary questions: 1.Why should the Airport Representative change the sign to a general hotel sign when there is no airport pick-up? 2.What should the Airport Representative after finding a taxi for a guest? 3.What is the purpose of the Airport Representative handing a hotel taxi card to the guest? 4.What is the area of work for the Airport Representative? Task – Airport Representative Promotion Page of Now ask the Trainee to practice the whole task from start to end to test competency Task – Airport Representative Promotion Page of ... The Airport Representative will walk around the arrival area of the airport with the sign clearly visible 2) A guest with a reservation approaches the Airport Representative The Airport Representative. .. pick-up, the Airport Representative will offer a hotel limousine What should the Airport Representative if a hotel If no hotel limousine is available, the limousine is unavailable? Airport Representative. .. work for the Airport Representative? Task – Airport Representative Promotion Page of Now ask the Trainee to practice the whole task from start to end to test competency Task – Airport Representative